Agentic Enterprise

The future of autonomous customer relations based on Salesforce

Rethinking customer relations: Welcome to Agentic Enterprise

The era of isolated chatbots and purely reactive AI assistants is over. In Agentic Enterprise, Salesforce transforms from a CRM system into your organisation’s proactive ‘Customer Brain’.

We bring together what belongs together to create real value: the innovative power of Salesforce Agentforce and the full depth of data from your corporate landscape.

adesso delivers autonomous agents that not only respond, but act across system boundaries, resolve complex tasks end-to-end, and elevate your customer relationships to a new level of efficiency and quality. Not merely as a tool, but as an intelligent, digital extension of your workforce.

Get in touch now and register for the Agentic Enterprise Lab

Why today’s processes are reaching their limits

Traditional workflows are often hampered by fragmented databases and rigid user interfaces. Agentic Enterprise breaks down these silos: we use Salesforce as a headless CRM – the powerful process and data engine works in the background, whilst interaction takes place where your customers and employees are.

The architecture of the Agentic Enterprise: How agents, systems and data work together

We are transforming Salesforce from a CRM system into an intelligent “Customer Brain”.

To achieve true operational capability, we implement a layered model that connects Salesforce as the “Customer Brain” with your entire IT infrastructure:

System of Engagement

The interface to the user

Through Conversational AI, we enable natural, real-time dialogues – whether via Slack, WhatsApp, web portals or voice. The AI understands intentions and offers immediate solutions instead of rigid menus.

System of Agency

This is where autonomy lies

Salesforce acts as a headless CRM: agents use the CRM’s business logic and data in the background to independently coordinate end-to-end processes across different systems.

System of Work

The integration of your business applications

Thanks to the headless architecture, agents interact directly with this layer (CRM, ERP, Commerce) to process transactions such as orders or appointments in a case-by-case manner across systems.

System of Context

The memory of your AI

We consolidate data from data lakes and APIs to create a unified business context. Only with this “Trusted Context” can your AI respond to customer enquiries precisely, securely and individually.

System of Intelligence

The technological foundation of LLMs

Powerful language models (LLMs) form the foundation for the language comprehension and intelligent decision-making of your digital agents. They recognise patterns and enable true automation.

Governance & Control

The regulatory framework of your AI strategy

We define the boundaries within which agents are permitted to operate autonomously. Through centralised control and transparency, we ensure that every action remains secure, ethically sound and traceable at all times.

The brain needs hands and senses: The three pillars of agency

For an agent to act truly autonomously within the context of your customer relationships, it must master three levels perfectly. Here we bridge the gap between the Salesforce platform and adesso’s integration capabilities:

  • 1. See (Salesforce Data 360): The agent requires full access to the customer context. We consolidate data from Salesforce, your ERP systems (SAP) and legacy sources. Without this ‘memory’, AI remains blind.
  • 2. Think (Salesforce Agentforce): Salesforce’s Reasoning Engine evaluates information and plans the next steps. We configure the logic to align precisely with your business guidelines.
  • 3. Act (Action Layer & MuleSoft): This is where adesso’s strength lies. An agent must be able to interact with systems – book a return in the ERP, find an appointment in the calendar or file a document in the archive. We build the connectors that enable the agent to take action.

Agentic Enterprise Roadshow

Salesforce x adesso Event

Experience the future of automation: visit our Agentic Enterprise Roadshow in Dortmund or Munich and benefit from practical use cases and expert insights.

Register now for Dortmund

Register now for Munich

Your path to agentic transformation: the adesso Agentic Enterprise Fabric

Technology is the enabler, but the methodology ensures the ROI.

The adesso Agentic Enterprise Fabric brings together all our expertise across three key pillars to ensure your transformation is secure and scalable: Unit, Framework, Labs.

The Unit: Bundled expertise without silos

Our dedicated business unit brings together cross-domain experts to ensure seamless integration of your platforms. We not only understand the Salesforce ecosystem, but also bridge the gap to your business-critical core systems fromSAP, AWS, Google or Microsoft. We provide the architectural depth required for truly autonomous processes.

The Framework: Methodology for secure scaling

The Agentic Enterprise Framework synchronises technology, strategy and governance. We ensure that Agentic systems are embedded into your existing architecture in a way that is scalable, secure and value-adding.

The Labs: Hands-on innovation

Theory alone doesn’t give you a head start – that’s why we bring the Agentic Enterprise to life immediately in our Labs. In a protected innovation space, we bring business and IT together around the table. Within a very short time, we develop prototypes, assess the technical readiness of your data landscape and create a concrete roadmap for implementation.

The Agentic Enterprise Framework: A holistic approach to success

Holistic thinking: The methodological foundation of your AI journey.

Our framework provides the methodological compass for integrating Agentforce solutions into your organisation in a secure, scalable and value-adding way – from strategy to corporate culture.

  • Ensures that all Agentic initiatives are focused from the outset on measurable business value, clear outcomes and a realistic licensing strategy.

  • Ensures the right tasks are assigned to agents by defining clear roles, guardrails and seamless transitions between agents, workflows and humans.

  • Ensures that agents operate on the basis of consistent, reliable and semantically enriched data, whilst adhering to clear data sovereignty principles.

  • Ensures that agents operate on a robust, scalable target architecture that is seamlessly integrated with Salesforce, MuleSoft and adjacent systems.

  • Ensures that agents operate within responsible and auditable parameters that are in line with all risk and security requirements.

  • Ensures that organisational structure, roles and skills evolve in tandem, so that agents are accepted by the workforce as productive colleagues and utilised effectively.

Getting started: Agentic Enterprise Workshops

We guide you from your initial vision to a practical AI roadmap.

Our structured process ensures that your Agentic journey is geared towards business success right from the start.

Request a date for Strategy Mapping now

  • AI Strategy Mapping

    In this one-day workshop, we work with your management and business owners to develop the strategic guidelines for AI deployment. The result is a prioritised Capability Canvas that identifies your most valuable business potential and forms the basis for your AI vision.

  • AI Discovery

    Over a period of approximately one to two weeks, our experts conduct targeted interviews with your specialist departments and IT architects. You will receive a thorough status quo analysis of your current system landscape, as well as detailed documentation of the business requirements and technological readiness.

  • Agentic Enterprise Lab

    Over two intensive workshop days, subject matter experts and solution architects develop concrete Agentic scenarios based on our framework. The result is a technical ‘big picture’ including detailed persona cards for your first autonomous agents.

  • AI Roadmap

    In a final presentation session, we consolidate the results for your decision-makers and present an evaluated roadmap. You will receive a clear decision-making template with prioritised next steps, a well-founded business impact assessment and a concrete plan for implementation.

Do you have any questions?

We would be happy to advise you personally on our Salesforce portfolio. Let's talk about how we can realise your project. I look forward to making an appointment with you.

FAQ: Understanding Agentic Enterprise

It is a business in which AI agents no longer merely assist, but act as digital colleagues, autonomously managing business processes. By integrating Salesforce with the entire IT infrastructure, tasks are resolved across systems, proactively and with a view to closing cases.

A bot follows rigid decision trees and only reacts to inputs. An agent, on the other hand, pursues goals independently: it understands the context, plans the necessary steps itself and carries out actions in third-party systems autonomously.

Without data, an agent has no memory. The Data Cloud provides the ‘Trusted Context’ by harmonising real-time data from across the entire organisation and making it available to the AI – only then can it act precisely and with confidence.

Through the Salesforce Trust Layer and our governance guidelines. We define exactly what powers an agent has, ensure the anonymisation of sensitive data, and guarantee that every decision remains auditable and traceable at all times.

Using our structured workshop process, we identify the most valuable use cases within two days. With an existing database, an initial working prototype (MVP) is typically ready for deployment within six weeks.